Bomgar and MacOS Catalina
Apple has added several new security features in MacOS Catalina that add extra steps to get remote control of a computer using Bomgar. Below is how to get remote control of a computer running MacOS Catalina using Bomgar:
- Begin the sessions as usual
- Once you click "share screen" you may see the below banner:
- In order to gain control the user needs to go to System Preferences > Security and Privacy > Privacy tab and select Screen Recording and ensure "Remote Support Customer Client" is checked
- At this point you can usually toggle mouse control but you may need to restart the Bomgar session in order for Bomgar to get full permissions.
- You may also need to toggle the mouse control button in the top left corner in order to get mouse/keyboard control
Note: This will only occur the first time Bomgar is used on a machine and unfortunately this is baked in by Apple due to privacy concerns and there is currently no way to white list via any management platform.